I booked a hotel Tramonto D’Oro in Praiano in or about March ****- my credit card numbe...

GetHuman-benvinda's customer service issue with Booking.com from June 2018

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The issue in GetHuman-benvinda's own words
I booked a hotel Tramonto D’Oro in Praiano in or about March ****- my credit card number was given as security and there was a free cancellation policy until mid June ****. **Around March **** I cancelled the booking because my travel was changed. I am currently on holidays in Italy and a couple of days ago I noticed that Tramonto D’Oro had taken over $****.** Australian dollars from my bank account . When I contacted them they were rude and unhelpful and claimed they had never received a cancellation from me and charged me the full amount for not showing up. They claim they had confirmed my booking inApril **** which is untrue.**A fictitious email presented to me by hand when I visited the hotel today was never received by me. In fact where they sent it is not even my email. I have an account with booking . Com . The fellow from booking. Com that the hotel got me to speak to in Berlin was Italian and he claimed the confirmation had been sent to an email which has not been used for over * months . I asked him to send me a copy which he said he had while I was on the phone . In fact what he sent me was a survey saying - tick whether you stayed or did not stay at Tramonto - a sure way to trap me as to whether I turned up or not without any explanation as to the fact that I had cancelled months ago. **I have now reactivated the said email and searched inbox* promotions* spam etc and no communication as to any email in April **** was sent to me by Tramonto hotel or booking. Com. **I have reported this fraudulent activity with regards to the owner of Tramonto I spoke to today and am not happy with the conduct of your employee in Berlin**In fact when I asked the owner to provide me with copies of my so called non- existent confirmation she replied that Booking. Com had told her not to provide me with anything. **Please advise me when and how I will be refunded my money before I return to Sydney and the Anz bank conducts an investigation into this fraud**Your Sincerely **Benvinda Xabregas
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Booking.com

Customer service issue
Reported by GetHuman-benvinda
Jun 30th, 2018 - a yr ago
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Name on the booking
Booking reference
4 digit PIN
Timeline
GetHuman-benvinda started working on this issue
Jun 30th, 2018 2:15pm
GetHuman-benvinda indicated the issue is not fixed yet.
Jun 30th, 2018 4:52pm
GetHuman-benvinda confirmed the issue is fixed. Hooray!
Jul 4th, 2018 1:37pm